ShepHyken

APRIL 8, 2022

He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. He shares how retailers can understand the digital customer experience in the retail world. An experience through the customer’s buying journey is quite crucial and must be addressed by the retailers.

Customer Experience 188

Customer Experience Contact Center Contact center software Personalization 188

Beyond Philosophy

JULY 22, 2021

For example, one of the recent debates asked the question, is Customer Experience the new marketing? . Sherman is the Director of Customer Experience and employee engagement by day and the founder of DoingCXRight.com by night. In my view, I do not think Customer Experience replaces traditional marketing.

Marketing 222

Marketing Customer Experience Consulting Consulting 222

Beyond Philosophy

FEBRUARY 8, 2024

Language is essential to your customer experience , so today, I thought we could examine why. My focus on language this week started when Shane Smith from Everetics , a customer support and service consulting company, sent in a None of Us Are as Clever as All of Us video on the importance of language. Not so much.

Scripts 195

Scripts Consulting Consulting Personalization 195

Beyond Philosophy

MARCH 9, 2018

In a series of experiments using 2,000 Chinese and American subjects, both men and women thought bringing a reusable bag to the store or doing something positive for the environment was more feminine. They are utterly irrational and often overlooked, yet they are critically important to both marketing and the field of customer experience.

Transportation 447

Transportation Consulting Consulting Marketing 447

Beyond Philosophy

OCTOBER 18, 2017

Why do we design rational Customer Experiences when people are irrational? Rational experience designs are born of the notion that we are logical beings. However, emotions, not logic, drive our behavior, particularly as customers. However, the mini-bar experience isn’t customer-focused.

Consulting 341

Consulting Consulting Customer emotions Customer Experience 341

Beyond Philosophy

OCTOBER 5, 2017

The emotional side of the Customer Experience (CX) is often ignored, which is a big mistake in today’s competitive business environment. When you cultivate customers’ positive emotions, it improves your CX outcomes and serves as an enormous competitive differentiator. Customers have emotions and your experience produces them.

Journey mapping 358

Journey mapping Banking Customer emotions Customer centricity 358

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. So, you have an experience with some friction and frustration within it.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

Beyond Philosophy

MARCH 15, 2016

There are so many things that impact our customers and their experience. What aspect of the experience deserves the most attention? ” It’s impossible to have customers care for you if they don’t feel you care for them. If we don’t take care of our customers, someone else will.” ~ Unknown.

Customer Experience 271

Customer Experience Journey mapping Customer Care Customer emotions 271

Beyond Philosophy

NOVEMBER 8, 2018

I was a keynote speaker there for a Customer Experience conference. There is a lot of Customer Experience activity happening there. He explained on a recent podcast the reason improving Customer Experience is such a hot trend in the Middle East has been the liberalization of markets there.

Customer centricity 385

Customer centricity Transportation Consulting Consulting 385

Beyond Philosophy

AUGUST 12, 2020

Traditional journey mapping is what a customer is doing, but is missing a few things. It gives you a rational customer process, meaning an account of how they move through your experience from point A to point B, but no insight into how people behave as customers and why they do what they do. .

Journey mapping 469

Journey mapping Consulting Consulting Marketing 469

Beyond Philosophy

FEBRUARY 10, 2020

We also discussed how your Customer Experience plays into the mix to help you facilitate customer-driven growth. . Business Growth has always been at the heart of the Customer Experience movement. Experience Growth: This type uses the Customer Experience to foster customer-base increases in the organization.

Consulting 431

Consulting Consulting Entertainment Telecommunications 431

Beyond Philosophy

MARCH 12, 2015

I love watching what people, and Customers do. When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better. So if Customers aren’t rational all the time, why would you only concentrate on the rational part of the experience?

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

Beyond Philosophy

FEBRUARY 2, 2015

This happens in the subconscious. Having a great song, jingle, or score makes the ad create positive emotions in the minds of your Customers. Of course, you’d better make sure that the Customer Experience they have when they get there is as advertised. Music and branding are a great combination for any organization.

Marketing 416

Marketing Customer emotions Consulting Consulting 416

Beyond Philosophy

MARCH 17, 2015

Part of the reason the food packaging industry is already so entrenched in using the subconscious is because so many of the decisions we make in the store are subconscious. Your subconscious is a major player in the choices you make every day. Your subconscious is a major player in the choices you make every day.

Sales 379

Sales Scripts Marketing Customer Experience 379

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. How Subconscious Clues Improve Calls to Action in Websites. All channels for your Customers make up your Customer Experience, including websites. What about Call to Action in the Retail Experience?

Consulting 305

Consulting Consulting Customer emotions Morale 305

Beyond Philosophy

MARCH 28, 2016

There is a hidden experience every Customer has with you. If you haven’t uncovered what it is, then you are probably making a huge mistake with your Customer Experience. When it comes to having a great Customer Experience, all organizations have made mistakes. Chances are, you are making more than one.

Customer Experience 283

Customer Experience Consulting Consulting Call Center 283

Beyond Philosophy

JULY 26, 2018

Did you travel to a nearby country and guess that the Congo was probably a similar experience? The point I am getting at is that all of us have expectations about the Congo that came from somewhere, whether it was a personal experience or reading Joseph Conrad’s Heart of Darkness in secondary school.

Real estate 332

Real estate Morale Customer Experience Consulting 332

Beyond Philosophy

JULY 13, 2016

Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

MAY 19, 2015

Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. To that end, here are three things all great CX companies do that you need to emulate in your Customer Experience. #

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Map your customers’ “fishing nets.”

Management 473

Management Entertainment Consulting Consulting 473

Beyond Philosophy

FEBRUARY 24, 2015

95% or a person’s processing power is the subconscious experience. Knowing this percentage, how can you harness the incredible power of the Customers’ subconscious mind to create a positive experience? Restaurants are adept at getting their customers to relax and enjoy their dinners.

Customer centricity 306

Customer centricity Customer retention Consulting Consulting 306

Beyond Philosophy

JUNE 30, 2015

There are many psychological theories regarding the subconscious cues that occur at art auctions. What happens at art auctions can give us all some insight on what’s going on with our Customers, too—although I’d wager few of us are working in the $180 million range! Subconscious cues are everywhere that drive Customer behavior.

Benchmark 308

Benchmark Customer centricity Marketing Customer Experience 308

Beyond Philosophy

AUGUST 1, 2020

They are essentially what a customer does in your experience. This exercise is excellent, and I support their use in designing your Customer Experience. My criticism for journey mapping is that most people only do a superficial version that does not dip much outside their interaction with customers.

Journey mapping 307

Journey mapping Consulting Consulting Marketing 307

Customer Guru

OCTOBER 16, 2018

Customer Experience is the only true differentiator for brands today. “ Customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products. ” ~ Jeanne Bliss, Customer Experience Expert and Best-selling Author.

Customer Experience 129

Customer Experience Analytics Customer Service Technology 129

Beyond Philosophy

OCTOBER 23, 2017

His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy. Economic Theory Helps Explain Customer Behavior Too. For example, they predict that lower prices will bring in more customers looking to spend less of their paycheck.

Marketing 326

Marketing Consulting Consulting Government 326

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

MAY 31, 2019

However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I remember it was a great experience. We don’t choose between experiences; we choose between the memories of experiences.

Scripts 382

Scripts Customer Experience Consulting Consulting 382

Beyond Philosophy

JUNE 8, 2018

Speed, efficiency and convenience are all rational factors companies focus on when they think about customer experience. But good experience isn’t that simple. For years, research has indicated that the future of success for business is in customer experience. Truly Thinking Like a Customer.

Consulting 322

Consulting Consulting Customer Experience Technology 322

Beyond Philosophy

AUGUST 21, 2017

We see it every day in our customer experience consultancy. Every business is driven by human interactions – between management and employees, employees and customers, customers and their friends and followers. Don’t dither or become paralyzed by choices – act decisively, and treat your mistakes as a learning experience.

Consulting 353

Consulting Consulting Healthcare Coaching 353

Beyond Philosophy

APRIL 8, 2019

Whenever I talk about Customer Experience with audiences, I begin by explaining that customers do not buy things rationally. Customers buy things emotionally and then justify the purchase with logic. Customers think they are telling the truth. The replacement milkman automated the value right out of the experience.

Surveys 316

Surveys Self service Consulting Consulting 316

Ann Michaels and Associates

MAY 9, 2023

All of these things play either a subconscious or conscious role in your experience. Big mistake for a variety of reasons, but the lure of getting “free” customer reviews was enough for them to give it a try. I am the silent, unhappy customer. The one tip that stood out to me was to understand your customers.

Customer Experience 52

Customer Experience Customer Service Technical Support Upselling 52

Beyond Philosophy

JANUARY 30, 2017

When I read this study, I wondered if we lie to people about our gift receiving experience, isn’t it also likely we lie about other experiences too? Does that also mean our customers lie to us about how they feel about their Customer Experience? Now, let’s adapt this scenario to a Customer Experience.

Surveys 360

Surveys Consulting Consulting Customer Experience 360

Beyond Philosophy

FEBRUARY 10, 2015

From a firm to a limp handshake, each intensity communicates pertinent conscious and subconscious clues about your personality. Sometimes without either of you realizing it, as body language often has subconscious interpretation. How your team presents itself to customers can become an extension of your brand.

Consulting 338

Consulting Consulting Customer Experience Surveys 338

Beyond Philosophy

MAY 3, 2019

Have you ever had the feeling that something about a buying experience didn’t feel right? Most times, how a purchase feels is a driver for our customer behavior. This episode of The Intuitive Customer explores why insignificant things are so significant. Why Are Insignificant Things So Significant?

Consulting 240

Consulting Consulting Customer Experience Marketing 240

Beyond Philosophy

MAY 11, 2018

Subconscious Factors are Hard at Work. A key feature of persuasive design is that it operates on a subconscious level. One of the core things we teach at Beyond Philosophy is that subconscious factors influence behavior much more than you might think. What apps on your phone trigger addictive behavior in you?

Consulting 291

Consulting Consulting Sales Customer Experience 291

Beyond Philosophy

JANUARY 29, 2022

Anna wants to operationalize journey mapping to make their Customer Experience more customer centric. In addition, we will share practical steps and advice that any organization should take when implementing what they learn from the exercise to become more customer-centric in the experience they provide.

Journey mapping 244

Journey mapping Customer centricity Consulting Consulting 244

Beyond Philosophy

OCTOBER 17, 2020

This episode of The Intuitive Customer cover what Priming is, how it works, and how you can employ it in your Customer Experience to foster customer-driven growth. Here are a few more things you should know about Priming: Priming affects what customers remember at the moment. Key Takeaways. Recommended Actions.

Consulting 150

Consulting Consulting Advertising Sales 150